Ecco Shipped Worn Shoes With Dirty Soles as Brand New Under Order p116646825
Under order number p116646825 placed through Ecco’s official website, I purchased three pairs of shoes simultaneously. When I unboxed the white, size 44 Ecco Biom 2.0 model included in this order, I discovered that the product looked far from brand-new.
The soles of the shoes were noticeably dirty, and the leather exhibited unmistakable creasing and wear marks from prior use. From its overall condition, it is crystal clear that this shoe had been worn significantly before. Paying for a brand-new product on the official website of an international brand like Ecco—only to receive an item in this condition—is completely unacceptable.
While the other two pairs of shoes in the same order arrived in perfect condition, receiving this specific product in such a state raises serious quality control concerns. Was it assumed that the customer would not notice? I did not purchase a second-hand or used product; I paid for a brand-new, unworn item. Shipping a shoe with such obvious signs of wear as a "brand-new product" has severely damaged my trust in the brand.
I am attaching photos showing the exact condition of the product upon arrival as evidence for my complaint. I expect a clear and direct explanation from Ecco as to how a shoe with such obvious wear marks and dirty soles could be shipped to a customer as "brand new."
I demand that my grievance be resolved immediately, that this used-looking shoe be swiftly exchanged for a pristine, unworn unit, or that a full refund of my purchase price be issued without delay. Furthermore, I request a complete review of quality control processes so other customers do not experience similar treatment. I never expected such an experience from a brand like Ecco, and as a consumer, I will pursue this matter to the full extent of my rights.
My problem was ultimately resolved. However, I want to share the process I went through. Customer service spoke with me several times and kept saying they could issue a refund and that they did not have a brand‑new version of this model in stock. I did not accept the refund and asked where the product could be found in stores. They then gave me the address of one store where I could find the product. Nevertheless, they emphasized that the shoes previously sent to me were in the best condition among the available ones. I went to that store earlier than the date I mentioned. In the store I saw that the same model was indeed a brand‑new, unused pair in excellent condition. The store employee also confirmed that the product was truly brand new, and I took delivery of it. As a result, I am now satisfied with the product and my issue is resolved. However, the experience I had during this process showed that, unfortunately, the information provided by Ecco customer service cannot always be trusted. Despite this, I think Ecco is truly a high‑quality brand and I have been using its products for a long time. I hope management takes these kinds of issues with customer service seriously—especially situations where previously returned/used items are sent to customers as new—and takes the necessary measures. I do not want such experiences to damage the reputation of a strong brand that has been built over years of product quality.
